IT Support Associate II – Service Desk

Amazon is hiring for an IT Support Associate II – Service Desk within its OPSTech IT Service Desk team in Tamil Nadu. This is a full-time IT support opportunity for professionals with 2+ years of experience in corporate Windows, Mac, or Linux operating system support.

The IT Support Associate II will provide remote technical support to Amazon Operations teams through phone and chat interactions. The role involves troubleshooting IT incidents and service requests, resolving technical issues, managing tickets through ServiceNow, and ensuring first-contact resolution while meeting defined SLA and customer service targets.

Key Responsibilities:

• Provide remote IT support through phone and chat for incidents and service requests assigned through ServiceNow.
• Diagnose and resolve issues related to user accounts, passwords, Windows desktops and laptops, applications, printers, scanners, and workplace technology.
• Follow established troubleshooting procedures, policies, knowledge base articles, and escalation processes.
• Escalate unresolved technical issues to appropriate resolver teams within defined timelines and provide accurate documentation and handoffs.
• Analyze incident patterns, root causes, and ticket trends to identify opportunities for operational improvement.
• Maintain and update IT support policies, procedures, standard operating processes, and knowledge base documentation.
• Work toward service desk KPIs such as SLA adherence, customer satisfaction, first-contact resolution, and MTTR.
• Collaborate with managers, field IT teams, and other technical support groups to resolve customer-impacting issues.

Required Skills and Qualifications:

• 2+ years of experience providing corporate Windows, Mac, or Linux operating system support.
• Bachelor’s degree in IT, Computer Science, Network Engineering, or a related field, or equivalent relevant IT experience.
• Experience managing technical support requests through ticketing systems.
• Strong problem-solving and root cause analysis skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong verbal and written communication skills.

Preferred Skills:

• Basic understanding of TCP/IP, DNS, DHCP, and VPN networking concepts.
• Experience with Active Directory account provisioning, password resets, and access management.
• Knowledge of ITIL incident and request management processes.
• Experience working with SLA, CSAT, MTTR, and first-contact resolution metrics.
• Experience creating or maintaining technical documentation and knowledge base articles.
• Ability to manage high-volume support requests and competing priorities.

Work Schedule: The Amazon Service Desk operates seven days a week. Employees work a five-day work week, with scheduled days off varying according to shift patterns and business requirements.

This role is suitable for IT Support Engineers, Service Desk Analysts, Technical Support Engineers, Desktop Support Engineers, and IT Help Desk professionals looking to build their career in enterprise IT support.